Getting to know your customers online

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Some simple practices that sellers and online shop owners can take to better understand their audience, including demographic break-down, buying habits, product preferences

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Getting to know your customers online

  1. 1. Getting to Know Your Do you know what makes your customers tick?Customers Online When you’re able to say ‘Yes’ to this question, you’ve suddenly got an unfair advantage over your competitors. Being able to understand your target audience allows your business to improve products, sales, and customer experience. The latter increases the number of return customers which is what every seller desires. Answer the following 6 questions to better understand your audience. 1
  2. 2. Cost vs Value Barriers1 What are the potential barriers in making a purchase? 2 Any customer is always looking for a bargain, but there is a vast difference between getting a bargain and being This might be areas around defined product features, cheap. confusion with your brand or lack of product benefit How are your products perceived in terms of cost vs statements. value? Competitors 3 Every seller has competitors. Do you know yours? How are these competitors perceived in your customer’s eyes? Discovering what your customers like about them (as opposed to your business) allows you to continually enhance the positive customer experience – that means happier buyers who are more likely to return to your store.© Alibaba.com Hong Kong Limited - Getting to Know Your Customers Online 2
  3. 3. Support and After Sales Product Niche4 In your product niche, do your customers typically look for 5 Service price or brand first? Just how important do you think support and after sales service is for your product line? This insight allows you to better steer the direction of your product, from development and sales, product First-time buyers will be looking for firm commitments on descriptions and advertising messages. how and when support is delivered, whether you have a return policy and what, if any, warranties you offer. This area should always be prominent and easy to understand within your online shop. This is a high value customer ‘trust point’. Finding Customers6 How do your customers find you? Do you know where you appear in ecommerce search results on ebay, Amazon and Alibaba? Understanding this allows you to appear in front of more of the right customers and dominate that advertising channel.© Alibaba.com Hong Kong Limited - Getting to Know Your Customers Online 3
  4. 4. These are interesting questions. How exactly do you get the answers?Directly asking your customer is typically the first step – whether it be through your social media channels, on your next email newsletter, or asan online survey.The majority of people are more than happy to provide feedback, especially when they realise they’re likely to directly benefit through bettercustomer experience and products. About Alibaba.com Alibaba.com (HKSE: 1688.HK) is the global leader in e-commerce for small businesses and the flagship company of Alibaba Group. Founded in 1999, Alibaba.com makes it easy for millions of buyers and suppliers around the world to do business online.© Alibaba.com Hong Kong Limited - Getting to Know Your Customers Online 4
  5. 5. Alibaba Australia’s Social Media Channels Facebook: Facebook has over 10 million active Australian users per month so becoming an active participant with the Alibaba Facebook Page will have benefits for any proactive business. The Alibaba Facebook Page boasts instant downloads of the Business Starter Kit for sourcing products and finding quality suppliers. You’re able to view videos, Alibaba Upcoming Events, member testimonials and exclusive promotions and event invites. LinkedIn: The LinkedIn Alibaba Group will connect like-minded members, provide a new stream of potential suppliers and foster stronger relationships with existing members. The Group allows members to expand into their professional LinkedIn network, using an already trusted global brand. Twitter: Get fast and instant facts from Alibaba, by following our Twitter profile alibaba_aus We’ll be ‘tweeting’ our own flavour of AliFacts with useful and helpful reminders for your Australian on-line experience in buying and supplying. Here’s a recent ‘tweet’ highlighting what a local Adelaide business is doing: “An Adelaide hair salon is using Alibaba.com to grow its business & help cancer patients look & feel their best http://ow.ly/629r8“ YouTube: The Alibaba Australia YouTube Video Channel is a growing member showcase of success stories and testimonials. To get a taste of the sort of member stories you could also be a part of, check out THIS VIDEO. Participating allows for expanding your market reach and to tell the world about your products and services. Alibaba Blog: The Alibaba AU Blog provides tips for the online trading beginner, setting up a successful online business, advice in finding the right products from the right suppliers for your business and information on how best to optimise your product line and process. Access the latest trends and products in Australia’s online trading industry by subscribing to the blog.Join Together For Greater SuccessAlibaba is firmly dedicated to rapid growth within the Australian market and, more importantly, our partnerships with Australian members.Like any strong and long-term business relationship, your success is our success.Please do check through each of the Alibaba Social Channels we have put together and join those that align to your business and personal objectives.Can We Spread Your Word Too?If you have a successful sourcing / business story to tell, we would love to hear from you via our Social Media Channels.We like to promote success stories via Testimonials, Press Releases and in general, our Social Media Channels – please do let us know your story. © Alibaba.com Hong Kong Limited - Getting to Know Your Customers Online 5

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